Shipping Policy

What are the delivery charges?
Please enter the quantity required, add your postcode/suburb combination into the “Shipping Calculator”:  on any product page for accurate shipping expenses. We offer free shipping* to most Australian destinations for orders over $300. *For destinations that do not qualify for free shipping, (mostly in WA, NT,  some other areas) any freight expenses due will be displayed at checkout before finalising your order.   
 There are a some locations that may require  

• Additional shipping fees not covered by the shipping calculator due to very unique circumstances. 

• Your delivery can only be sent to a local pickup depot. 

 If either of these circumstances occur we will contact you with the best shipping price details we can offer before processing your order. You can choose to accept the additional shipping charges or cancel your order for a full refund.

Delivery information & time frames?
Transit times vary based on your location. To see the estimated delivery date for your address, visit any product page and use the “Shipping Calculator”: enter your postcode and suburb to view your ETA. Please note that during an extended public holiday period, delivery estimates may be extended by a few business days due to the holiday. Delivery disruptions/delays due to natural disasters can occur without notice.

Are deliveries door to door?
Most deliveries are door to door but only to front door of ground floor, so for deliveries to a multi-story building such as an office building or a high/low rise apartment complex, they can only deliver to your complex ground location.

Are tracking details provided?
Yes you will receive tracking details with all of your orders both via text message and email so you can track your delivery.

Specific delivery requirements
All rugs are shipped via a third-party courier. Please note that deliveries are made without an advance phone call, and we’re unable to accommodate requests for specific dates or times for delivery. To stay informed, simply monitor the tracking link we provide at time of shipping as this will indicate when your order is out for delivery and in some cases the courier may also send you a notification on the day of delivery.

Delivery procedure
If nobody is at the nominated address your purchased items may be left in a safe and secure place like a reception of an apartment building or in a home environment, at a front door / porch or under a carport / veranda, if the courier driver deems it as safe. Alternatively, if nobody is at the nominated address to accept and sign for the item and the courier driver does not spot a safe place to leave goods unattended, they will leave a calling card (or you will be notified via email/text message) so you can contact them to arrange a re-delivery. In some cases, the parcel may be taken to the nearest pick-up point; you will be notified on your tracking email with the pickup location details.

Authority to leave
If you’d like your purchase left in a specific spot on your property, please add a note in the “Delivery Instructions” field at checkout. Please be aware that by authorising the courier to leave your item unattended, this will over-write the above mentioned delivery procedure, and you assume full responsibility for any loss or damage that may occur.

Delivery Guarantee
If an item is lost during transit, you will be eligible for a full refund or replacement. Simply contact us to let us know the delivery is outside the estimated delivery time mentioned in your confirmation email you received after placing the order with us and we will send an inquiry to the relevant courier. Once the freight company has confirmed the item is lost (this may take up to 10 business days to fully investigate) we will process your refund or replacement as soon as the investigation has been completed.

Wrong address or Change of delivery address after dispatch
If you supply an incorrect delivery address at checkout, you must contact the courier directly to request an address change once your order has shipped. We cannot be held responsible for any loss or damage resulting from delivery to an address incorrectly entered by the purchaser. 
If the package is returned to us by the transport company, you may either: 

• Arrange and pay for re-delivery to the correct address, or 

• Request a refund of the product price, less the actual shipping costs incurred (even on “free shipping” orders, delivery expenses still apply). 
   

Pre-order shipments

• Orders over $300 (including pre-order items): To qualify for free shipping, we’ll hold your order and ship all items together once the pre-order products are back in stock. 

• Orders under $300 (including pre-order items): Your entire order will be dispatched as soon as every item, including pre-orders, becomes available. 
   

Do we deliver to PO Box addresses?
Please note that we do not ship to PO Box addresses and/or postal lockers because of signature requirements.